Intacct Coach

Job Title

Intacct Coach

Job Description

The Technical Support Coach is essential in enhancing the performance and confidence of analysts within the Intacct Support team. This role fosters a culture of continuous learning and excellence in customer service by providing tailored coaching, tracking performance metrics, and setting clear objectives. By empowering analysts with knowledge and skills, the coach ensures they will deliver high-quality support.

This is a hybrid role – three days per week in our Dublin or Newcastle office.

Key Responsibilities

Key Responsibilities:

• 90% of your working week is protected to coaching, supporting our support analysts.
• Review analyst performance identifying trends and areas for improvement to improve performance.
• Deliver effective feedback establishing root cause, agreeing clear actions, setting SMART objectives and adhering to standards/processes.
• To act as an effective role model, adhering to consistency guidelines, leading by example
• Take responsibility for maintaining your own product and procedural knowledge.
• Encourage analysts to take responsibility for their own actions, whilst dealing with a customer query and encourage them to exceed expectations when appropriate.

Skills, know-how and experience:

Must have:

• Strong communicator, both verbal and written with the ability to give and receive structured feedback.
• Ability to provide effective guidance and support to analysts.
• Results oriented, highly organised and driven to succeed
• Proficiency in analysing performance metrics and feedback to identify trends, strengths, and areas for improvement.
• High level of customer focus
• Influencing and negotiation skills

Competencies:

• Customer Focused, at the forefront of providing service excellence.
• Action Oriented, able to take on new challenges with enthusiasm.
• Trustworthy, able to gain the confidence and trust of others easily and honour commitments.
• Innovative, able to spot opportunities to do things better and share best practice.
• Collaborative, building and maintaining strong working relationships and working with colleagues to meet shared goals.

Your benefits:

• Competitive base salary and commission structure
• Comprehensive health, dental and vision coverage
• Work away scheme for up to 10 weeks a year
• On-going training and professional development
• Paid 5 days yearly to volunteer through our Sage Foundation
• Flexible work patterns and hybrid working

Function

Customer Operations

Country

Ireland

Office Location

Dublin

Work Place type

Hybrid

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Learn more about working at Sage: sage.com/en-gb/company/careers/working-at-sage/

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We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at [email protected].

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